Real Time Support Specialist-Work Force Management (100% Remote)

Talentify.io; United States; Remote; USD 36,000 - 58,000; Full time

Job summary

A leading financial services company is seeking a Real Time Support Specialist to oversee daily call flow operations and optimize staffing in a remote setting. This role requires analytical skills, experience in workforce management, and the ability to adapt to changing circumstances. Join a culture of engagement and support for your professional growth.

Qualifications

• 2+ years of experience in WFM functions in a contact center.
• Knowledge of financial services regulations.
• Self-motivated and reliable.

Responsibilities

• Monitor real-time adherence and SLAs using workforce management tools.
• Make real-time staffing adjustments to optimize resources.
• Analyze performance metrics and distribute reports.

Skills

Data analysis

Interpersonal skills

Relationship-building

Adaptability

Education

Bachelor's Degree in Finance, Business, or related field

Tools

Workforce management software

Excel

Job description

Real Time Support Specialist - Workforce Management (100% Remote)

Country: United States of America

Your Journey Starts Here:

Santander is a global leader and innovator in the financial services industry. We believe our employees are our greatest asset. We focus on creating an enriching environment that empowers you to explore diverse career opportunities and nurture personal growth. We are committed to continuous learning and development, enabling you to thrive both professionally and personally. Join us at Santander, where a culture of engagement and support for your success awaits.

We Want to Talk to You!

The Difference You Make:

The Sr. Specialist, Small Business & Consumer Operations, is a highly analytical and detail-oriented Real Time Support Specialist with expertise in real-time adherence (RTA) and scheduling. You will oversee daily call flow operations across various groups, monitor contact center activities, produce reports for senior management, and build relationships with business partners and external service providers. Your role includes troubleshooting technology issues, incident escalation, trend analysis, and performance reporting.

Key Responsibilities:

1. Utilize workforce management tools to monitor real-time adherence and SLAs.
2. Address deviations from staffing and service targets.
3. Make real-time staffing adjustments to optimize resources.
4. Respond proactively to contact volume fluctuations.
5. Coordinate schedule adjustments with teams.
6. Communicate effectively with stakeholders.
7. Analyze performance metrics and identify improvement areas.
8. Distribute performance reports and provide insights.
9. Act as a point of contact for escalations.
10. Collaborate with management to resolve operational issues.

What You Bring:

• Bachelor's Degree or equivalent in Finance, Business, or related field.
• 2+ years of experience in WFM functions in a contact center.
• Knowledge of workforce management software (Aspect or Genesys preferred) and telephony systems.
• Proficiency in Excel for data analysis.
• Self-motivated, reliable, and able to work independently.
• Strong interpersonal and relationship-building skills.
• Ability to adapt to changing circumstances and work in a team.
• Knowledge of financial services regulations.

Additional Information:

The salary range is $36,000 to $58,000 annually, depending on skills and experience. Benefits details can be found at Santander Benefits - 2025 Santander OnGoing/NH eGuide (foleon.com). We embrace a strong risk culture and are an equal opportunity employer. We encourage applications from all qualified candidates.

Work conditions involve minimal physical effort, with occasional moving or lifting of light equipment, depending on location.

This job description is not exhaustive and may be revised. If interested, please apply. For accommodations, contact [e-mail].